Level 1 Helpdesk Agents

Job Title: Level 1 IT Helpdesk Agent (Call Centre)

Location: Indonesia (Full Onsite)
Working Hours: 24x7 Rotational Shift
Employment Type: Contract
Project Duration: 3 Years
Target Start Date: October 5

About the Role

We are looking for customer-focused IT Helpdesk Agents to provide first-line technical support in a 24x7 enterprise IT environment. You will be responsible for handling incidents and service requests, ensuring timely resolution, maintaining SLA compliance, and delivering exceptional end-user support, including premium ("white glove") service for executive users.

Key Responsibilities

• Serve as the first point of contact for IT incidents and service requests.
• Receive, log, categorize, and prioritize support tickets.
• Perform initial troubleshooting and resolve Level 1 technical issues.
• Escalate unresolved issues to Level 2 support when necessary.
• Communicate proactively with users regarding ticket status and resolution progress.
• Coordinate with Incident and Problem Management teams to ensure timely issue resolution.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Deliver excellent customer service while meeting SLA and customer satisfaction targets.
• Provide professional "white glove" support for VIP/VVIP users when required.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Minimum 1 year of experience in IT Helpdesk, Service Desk, or Technical Support.
• Experience with ITSM or ticketing systems.
• Basic knowledge of Windows OS, Microsoft 365, networking, and desktop troubleshooting.
• Excellent verbal and written communication skills.
• Strong customer service mindset with the ability to work under SLA-driven environments.
• Willing to work on a 24x7 rotating shift schedule.
• Experience supporting Financial, HR, or Investment Management applications is an advantage.

Salary: NA